1. VistA Scheduling Enhancements (VSE)
Note to Instructor:
Are the polling questions added to Lync?
Is the Whiteboard pre-configured with prompts?
Is your resolution set to 1024x768?
Is your taskbar hidden?
REMEMBER: When demoing Simulations, press your F11 key to go full screen. Remember to press F11 when you return to the presentation.
Super User Training – Day Three
Managing Requests and Appointments Part Two

2. Agenda
Day 1
We provided a class overview, explained how a course within a course works, introduced you to VSE, focused on the Tasks tab and loaded you up with good resources to help you prepare to train
Day 2
We covered managing requests and appointments in VSE and delved into how to deliver training including Teach Backs
Day 3
We continue learning about managing requests and appointments in VSE and talk about what is needed to follow-up with participants after training, Teach Backs included
Day 4
We learn about the supervisor tasks in the Systems and Reports tabs in VSE and finish up with our last Teach Backs
It’s Day Three and we are going to continue working with managing requests and appointments in VSE. We’ll be learning how to manage Recall Reminders, the EWL, Consults, how to change appointments. Then later we will hone in on what you need to do to follow-up with the participants after training. And of course we will finish up with Teach Backs.
Transition: If we look at our objectives for this training,

3. Day 3 Objectives Manage existing requests Make appointments
Describe VSE purpose and benefits
Access and navigate VSE
Explain the Tasks tab usage
Create requests
Manage existing requests
Make appointments
Manage scheduled appointments
Use the System tab to manage users and clinic groups
Use the Reports tab to produce data from VSE
Prepare for VSE End User Training
Deliver VSE End User Training
Follow up on VSE End User Training
Today, we’ll be talking about:
Managing Recall Reminders
the EWL
Managing Consults
Changing appointments, and
How to best follow-up with your participants after training.
Transition: Yesterday, we covered searching for patients, walk-ins, checking a patient in and out, then we left off with scheduling a multi-book appointment. What questions do you have about the topics we covered yesterday? Then let’s start today with managing recall reminders. I am going to put on my end user trainer hat now and you are now morphed into end users.

4. Managing Requests and Appointments Section (con’t)
Script:
This section reviews:
How you create and manage Recall Reminders
How you Cancel and Change Appointments
How you manage the EWL and Consults
Transition: You will get to practice doing these things by accessing multiple simulation exercises.
Transition: Let’s start with learning how to create Recall Reminders.
SWITCH TO the VSE End User Training presentation, Slide 62. [Select the slide image to navigate directly to the presentation.]
How This Benefits Users: N/A

5. Slide 62: Creating a Recall Reminder Request – “Patient-Centered Scheduling"
Script:
Recall Reminders are system designed alerts to notify patients to be seen at some point in the future, if the Veteran chooses to not schedule the appointment right then.
Creating Recall Reminder Requests uses a procedure similar to an Appointment Request.
Appointment Request dialog box:
Recall date field = CID
Dates in the Recall Date per patient field should reflect the CID date.
Recall Information section:
Recall Date per patient
Note- If Recall Date and known CID date are not the same, see Supervisor
Recall Appt Type
Fasting (if necessary before appointment)
Length of Appt ( minutes)
Clinic
Recall Provider
Comments (up to 60 characters)
Steps covered in simulation.
Transition: There are times that, if someone moves away for example, Recall Reminders need to be cancelled.
Recall Reminder is a future appointment request in VSE for established patient appointments’ to be scheduled greater than 90 days. Policy: All facilities must provide the Veteran a choice – whether they wish to schedule a return appointment now or to place their appointment request in the future pending appointment list (recall) to receive a reminder to schedule an appointment in the future. This is called Patient-Centered Scheduling.
This is how it works in VSE: Creating a recall request (which is a reminder request) is done in the same way you create an appointment request. After searching for a patient and selecting New Request, simply select Recall from the Request Type dialog box. The Recall Information section includes:
Recall Date per patient NOTE: Recall Date has to be the same as the known CID Date. If the Recall Date doesn’t align with the date the Veteran desires an appointment, follow policy or, if needed, talk to your supervisor
Recall Appt Type Fasting
Length of Appt ( minutes)
Clinic
Recall Provider
Comments (up to 60 characters)
Note: VHA’s current policy requires all providers to enter a written Clinically Indicated Date (CID) in CPRS and that all patients check out with the scheduler. As mentioned, you should offer the option to make an appointment “on the spot” or at a future time. All patients must leave with either a negotiated appointment or a future appointment request entered in VSE.
The Request List shows requests of the selected patient. Highlight the recall reminder request. The calendar defaults to the desired date, selected clinic and defaults and shows the clinic schedules. You will get to practice creating a recall reminder soon.
Note to Instructor: Steps covered in simulation.
Transition: There are times that, if someone moves away for example, where Recall Reminders need to be cancelled.
How This Benefits Users: Recall Reminders are very helpful for recurring appointments needs like physicals or blood sugar checkups. Once automated, everybody has a better chance of staying on schedule.

6. Slide 63: Cancelling or Removing a Recall Request
Script: You cancel a Recall Request if there is no need for it anymore. Patient may have moved or no longer needs the appointment. A Recall Request is removed when a background task runs nightly to validate the recall has been completed and an appointment has been scheduled. Steps covered in simulation. Transition: Natural next step, after creating a Recall Request, is to schedule it. So let’s talk about how you schedule an appointment from a recall request.
The need to cancel (aka disposition) a recall request can arise from a few situations.
Cancelling a Recall Request means there is no need for it anymore because the patient moved, is deceased, due to a failure to respond, etc. There is a field to add other reasons not supplied.
Note to Instructor: Steps covered in simulation.
A Recall Request is removed when a background task runs nightly to validate the recall has been completed and an appointment has been scheduled.
Transition: Natural next step, after creating a Recall Request, is to schedule it. So let’s talk about how you schedule an appointment from a recall request,
How This Benefits Users: Quick and easy to cancel or remove a recall request

7. Slide 64: Making an Appointment from a Recall Request
Script: A Recall Request displays within the consolidated request list. Select the patient’s request from the request list. Schedule the appointment by viewing the patient’s desired appointment date and locate a time in the schedule. Transition: Let’s practice working with Recall Requests in this next simulation.
A recall request displays within the consolidated request list with the type “RECALL.” You can select the request and schedule, just as you do with any other type of requests.
Therefore, you can schedule the appointment by viewing the patient’s desired appointment date, and locating an appropriate time in the schedule.
As we noted on the last slide, scheduling the appointment, so long as you are within 45 days of the CID/Preferred Date, the recall will be removed from VistA through the nightly task.
Transition: Let’s practice working with Recall Requests in this next simulation.
How This Benefits Users: Removes the recall from VistA for you, if you are within 45 days of the Recall date

8. Slide 65: Managing Recall Reminder Simulation
Script:
If you are attempting to schedule an appointment 90 days in the future or more, you should create a Recall Request. This is extremely helpful for annual appointments, so neither you, as the scheduler, or the patient has to remember when to make an appointment.
Review Simulation and Scenario.
Use VSE End User Training Simulation Guide to:
Create a Recall Reminder
View a Recall Reminder (using Query)
Cancel a Recall Reminder
Join your facilitator in overseeing the participants as they perform the simulation on their own.
Transition: Great work, everyone! You have all successfully managed a recall request. Now, you will learn about cancelling appointments and requests. First we have to locate the booked appointment we want to cancel.
Simulation: This simulation reviews how to create, view, and cancel recall reminders.
Scenario: Elizabeth Zztestpatient just had an optometry appointment and her provider writes an order for her to return for the same appointment next year. You create a recall request for her to return in a year.
First, I will go through the simulation, slowly, allowing for any questions you may have. Then, you will get a chance to practice this exercise individually. Does anyone have any questions before we start?
Note to Instructor: Please refer to VSE End User Training Simulation Guide for Managing Recall Reminders simulation steps and instructor notes. Select the Simulation Exercise hyperlink on the slide. The simulation will load in Internet Explorer. Go through the simulation step-by-step and allow pauses for questions and/or comments from the schedulers.
Instructor says: Now go ahead and practice it yourself. [Include specific direction as to how the schedulers will access the simulations.]
Note to Instructor: Allow [minutes-minutes] for schedulers to complete the simulation.
Transition: Great work, everyone! You have all successfully managed a recall request. Now, you will learn about cancelling appointments and requests. First we have to locate the booked appointment we want to cancel.
How This Benefits Users: N/A

9. Slide 66: Locating a Booked Appointment
Script:
Search for the booked appointment in a few ways:
By clinic schedule – the most convenient
By patient - If you know enough about the patient to search for them, you can view their pending appointments
Review steps on slide.
Transition: After finding the appointment, then we can cancel it.
You can search for the appointment in different ways, depending on how much information you know about the appointment you are attempting to locate.
The most convenient way to search for a booked appointment is likely through clinic schedules.
Search for the clinic in the Clinic field of the Resources section.
Select the clinic.
Locate the appointment date by using the Forward and Back icons in the Schedules section.
If you know the patient, but little else information, simply search by the patient, and their pending appointments will show you the booked appointment you are looking for.
Transition: After finding the appointment, then we can cancel it.
How This Benefits Users: Can look by patient or clinic to locate appointments

10. Slide 67: Cancelling an Appointment
Script:
Two options when cancelling an appointment:
Cancel and reschedule
Cancel without rescheduling
In the Cancel Appointment dialog box:
Cancelled by clinic – The original desired appointment date defaults to the patient desired date and cannot be edited
Cancelled by Patient – The patient desired date is available and defaults to Today’s Date. You can edit the date.
Reason for Cancellation is required
If the appointment is linked to a consult, the consult status changes to Active and patient’s appointment request reappears on the Request List for future rescheduling.
Steps covered in simulation.
Transition: OK, that is how you cancel an appointment. Now how do you cancel a request?
Policy Reminder:
Cancel by Clinic: The CID/PD remains the same when rescheduling the appointment. Never choose cancel by patient if it was a clinic decision.
Cancel by Patient: The CID/PD changes to the patients’ preferred date.
In VSE , the scheduler can only change the PD only when the appointment is initiated by the patient. This is a great feature and will help prevent scheduling errors. VSE takes away the confusion about the CID/PD changes when an appointment is cancelled by clinic or cancelled by the patient.
Let’s get into the process of how to do this in VSE:
You have two options when cancelling an appointment.
The first is to cancel and reschedule.
The second is to cancel without rescheduling.
In either instance, you need to provide reason for the cancellation.
In the Cancel Appointment dialog box:
Cancelled by clinic – The original desired appointment date defaults to the patient desired date and cannot be edited.
Cancelled by Patient – The patient desired date is available and defaults to Today’s Date. You can edit the date.
Reason for Cancellation is required.
If the appointment is linked to a consult, the consult status changes to Active and patient’s appointment request reappears on the Request List for future rescheduling. You will practice cancelling an appointment shortly.
Note to Instructor: Steps covered in simulation.
Transition: OK, that is how you cancel an appointment but how do you cancel a request?
How This Benefits Users:
The VSE takes away the confusion about the CID/PD changes when an appointment is cancelled by clinic or cancelled by the patient.
Allows you to update the PD date to an earlier date when cancelled by patient.
Request will display on request list again if not re-scheduled.

11. Slide 68: Cancelling Request
Script:
Similar to cancelling a Recall Request
Review steps on slide.
After cancelling the Appointment:
Alternate-select the request in the Request List.
Select the APPT/VETERAN Disposition option.
Select the Removed/No Longer Necessary option. The Request is removed.
Transition: Now let’s have some fun and simulate cancelling an appointment and request in VSE.
We’ve already reviewed how to cancel a recall request. Cancelling other types of requests is very similar.
After cancelling the Appointment:
Alternate-select the request in the Request List.
Select the APPT/VETERAN Disposition option.
Select the Removed/No Longer Necessary option. The Request is removed.
Note to Instructor: Steps covered in simulation.
Transition: Now, let’s have some fun and simulate cancelling an appointment and request.
How This Benefits Users: N/A

12. Slide 69: Cancelling Requests and Appointments Simulation
Script:
You will find that you will have to cancel Requests and Appointments regularly.
Review Simulation and Scenario.
Use VSE End User Training Simulation Guide to:
Cancel an Appointment
Cancel a Request
Join your facilitator in overseeing the participants as they perform the simulation on their own.
Transition: Great work, everyone! You have all successfully cancelled an appointment and request. It is time to check in again. We have covered:
Scheduling a walk-in appointment and managing Check In status
Scheduling a multi-book appointment and recall reminders, and
Cancelling requests and appointments
I would like to make sure there are not any outstanding questions about these topics. Let me ask you a few questions. .
Simulation: This simulation reviews how to cancel an appointment as well as a request. Note: This simulation uses the term “alternate-select.” For most users, this means right-click. The keyboard shortcut for alternate-select is Shift + F10.
Scenario: Elizabeth Zztestpatient calls and, due to her upcoming relocation, has to cancel her final diabetes appointment she scheduled last month. Her appointment was set for 06/14/2016. You want to cancel her appointment today, 04/13/2016, without rebooking it.
First, I will go through the simulation, slowly, allowing for any questions you may have. Then, you will get a chance to practice this exercise individually. Does anyone have any questions before we start?
Note to Instructor: Please refer to VSE End User Training Simulation Guide for Cancel An Appointment and Request simulation steps and instructor notes. Select the Simulation Exercise hyperlink on the slide. The simulation will load. Go through the simulation step-by-step and allow pauses for questions and/or comments from the schedulers.
Instructor says: Now go ahead and practice it yourself. [Include specific direction as to how the schedulers will access the simulations.]
Note to Instructor: Allow [minutes-minutes] for schedulers to complete the simulation.
Transition: Great work, everyone! You have all successfully cancelled an appointment and request. It is time to check in again. We have covered:
scheduling a walk-in appointment and managing Check In status
scheduling a multi-book appointment and recall reminders, and
cancelling requests and appointments.
I would like to make sure there are not any outstanding questions about these topics. Let me ask you a few questions.
How This Benefits Users: N/A

13. Slide 70: Knowledge Checks 13-14
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic.
I will read you the questions. Just let me know when you have an answer.
Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly.
ANSWERS:
13. a. True
14. c. Multi-book appointment (or MRTC)
Move to next slide without transition.
How This Benefits Users: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot.
Answers
13. a. True 14. c. Multi-book appointment (or MRTC)

14. Slide 71: Knowledge Checks 15-16
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. Transition: Next we are going to take a look at scheduling a walk-in appointment and managing Check In status.
Repeat instructions and resolutions for questions 15 and 16.
ANSWERS:
15. b. False
16. b. (Undo the no-show) and c. (Check in the patient)
Great job, folks! You have command of most of the scheduler information now.
Transition: We have a few more topics to wrap up the scheduler training. Let’s learn about how VSE handles the Electronic Wait List.
How This Benefits Users: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot.
Answers
15. b. False 16. b. (Undo the no-show) and c. (Check in the patient)

15. Slide 72: Transferring an Appointment Request to an EWL Request
Script:
Appointment requests should be moved to the EWL if the appointment requested is over 90 days in the future OR if there are current scheduling conflicts.
Review bullets on slide.
When an Appointment Request is created, if the Service Related box is checked, the EWL Request gets a higher priority.
To Transfer: Locate the patient, alternate-select the Appointment Request in the Request List and select APPT/VETERAN Disposition> Transfer to EWL.
EWL Request Dialog box:
Request Information area is read-only
If the clinic has not been activated in the wait list parameters, the clinic will not be displayed and you should contact your clinic manager
EWL Request is displayed on the Request List and the APPT Request is removed
Transition: Now let’s review how to make an appointment from an EWL request. .
The next 3 or 4 slides we are focusing on the Electronic Wait List or EWL.
Policy reminder: Remember the Electronic Wait List (EWL) is the only official wait list for new patients who cannot be scheduled within 90 days. When handling Veterans’ Choice patient eligibility, please refer to the national policy and local processes for placing the Veteran on the VCL via VistA. Make sure to guide the journey, keeping the Veteran informed in both cases. Please review the EWL policy for the two exceptions when an established patient may be placed on the EWL.
If a patient is a Veteran, while adding a new EWL request the Scheduler must check the Service Connected check box.
This puts the EWL request in a higher priority than other EWL requests.
Either way, steps to transfer requests to the EWL are easy.
Easy Transfer: Locate the patient, alternate-select the Appointment Request in the Request List and select APPT/VETERAN Disposition> Transfer to EWL. EWL Request Dialog box:
Request Information area is read-only.
If the clinic has not been activated in the wait list parameters, the clinic will not be displayed and you should contact your clinic manager.
EWL Request is displayed on the Request List and the APPT Request is removed.
You will get a chance to practice them in an upcoming simulation.
The request grid shows requests of the selected patient. The newly added request is selected. The calendar defaults to the desired date and shows the clinic schedules.
Note to Instructor: Steps covered in simulation.
Transition: Now let’s review how to make an appointment from an EWL request.
How This Benefits Users: N/A

16. Slide 73: Making an Appointment from an EWL Request
Script:
Once it is an appropriate time to schedule an appointment from the EWL, or if scheduling conflicts are no longer present, scheduling an appointment from an EWL request is simple. It can be done from the Schedules section.
Review bullets on slide.
Note how the clinic’s name and desired date that show up in the Request List correlate to the information in the Resources and Schedules panel.
Navigate back to the Request’s clinic schedule to view the appointment on the Clinic Schedules calendar and the Pending Appointments window.
Any notes you added display when you hover your mouse over the appointment in the Schedules grid
You must have an SDWL MENU security key to make an appointment for an EWL request.
Steps covered in simulation.
Transition: That is how you make an appointment from an EWL. There are also times when we have to remove a patient from the EWL.
Once it is an appropriate time to schedule an appointment from the EWL, or if scheduling conflicts are no longer present, scheduling an appointment from an EWL request is simple. It can be done from the Schedules section.
You will be able to practice doing this in the upcoming simulation.
The appointment for the selected patient appears in the date/time slot on the clinic schedule grid. By hovering over the appointment it will display EWL indicating that the appointment is linked to a EWL. The EWL request is removed from the Request grid.
Note to Instructor: Steps covered in simulation.
Transition: That is how you make an appointment from an EWL. There are also times when we have to remove a patient from the EWL.
How This Benefits Users: Because the EWL requests are available from the consolidated list, the Veteran is likely to be matched to newly available appointment times sooner.

17. Slide 74: Disposition of or Removing a Patient from the EWL
Script: You can remove a patient’s EWL request for a number of reasons like death, no longer necessary, changed clinic, no longer under VA care, transferred. Again, it is as simple as finding the patient, Alternate-selecting the EWL request, and selecting the appropriate reason for disposition. Transition: Now, let’s have some fun and practice transferring an appointment to the EWL and making an appointment from that request. .
You can remove a patient’s EWL request for a number of reasons like death, no longer necessary, changed clinic, no longer under VA care, transferred.
Again, it is as simple as finding the patient, Alternate-selecting the EWL request, and selecting the appropriate reason for disposition.
To remove a EWL request:
Search for the patient.
Alternate-select the EWL request. The EWL Disposition context menu displays.
Select the appropriate reason for disposition.
Death
Removed/Non-VA care
Removed/Scheduled-Assigned
Removed/VA contract care
Removed/No longer necessary
Entered in Error
Transferred
The patient’s request is removed from the request list.
Transition: Now, let’s have some fun and practice transferring an appointment to the EWL and making an appointment from that request.
How This Benefits Users: N/A

18. Slide 75: Managing the Electronic Wait List (EWL) Simulation
Script:
This simulation reviews how to move a request to the Electronic Wait List (EWL) and then schedule an appointment from that request.
Review Scenario.
Use VSE End User Training Simulation Guide to:
Transfer an Appointment Request to an EWL Request
Make an Appointment from an EWL Request
Join your facilitator in overseeing the participants as they perform the simulation on their own.
Transition: Great work, everyone! You have all successfully managed a recall request. Now, you will learn about cancelling appointments and requests.
Simulation: This simulation reviews how to move a request to the Electronic Wait List (EWL) and then schedule an appointment from that request.
This simulation uses the term “alternate-select.” For most users, this means right-click. The keyboard shortcut for alternate-select is Shift + F10.
Scenario: Adam Zztestpatient finished his walk-in appointment today, 03/28/2016, at the VSE PACT Daffodil clinic and you checked him out of that appointment. He wants to schedule an optometry appointment but has never been seen at the VSE Optometry Lilac clinic. You have made a request for him, but find there is no availability at the VSE Optometry Lilac clinic for the next 90 days, so you move the request to the EWL.
First, I will go through the simulation, slowly, allowing for any questions you may have. Then, you will get a chance to practice this exercise individually. Does anyone have any questions before we start?
Note to Instructor: Please refer to VSE End User Training Simulation Guide for Move a Request to EWL and Schedule simulation steps and instructor notes. Select the Simulation Exercise hyperlink on the slide. The simulation will load in Internet Explorer. Go through the simulation step-by-step and allow pauses for questions and/or comments from the schedulers.
Instructor says: Now go ahead and practice it yourself. [Include specific direction as to how the schedulers will access the simulations.]
Note to Instructor: Allow [minutes-minutes] for schedulers to complete the simulation.
Transition: Great work, everyone! You now know how to move a request to the EWL and schedule from an EWL request. Now, you will learn about managing consults within VSE.
How This Benefits Users: N/A

19. Slide 76: Making an Appointment from a Consult Request
Script:
Consults are generally first-time appointments for a service or specialty.
Consults are generated by provider entry in CPRS.
Consults:
Are requested by providers in CPRS
Must be initiated first with a request
Appear in the request list as a Consult Request
To create an appointment from a consult request, locate the consult request, then choose the specific clinic in which you wish to schedule the appointment.
Steps covered in simulation.
Transition: After scheduling an appointment you can make changes to some variables about that appointment. However, there are changes that require you to cancel the appointment and schedule it again as though it is new.
A consult request originates in CPRS from a provider who requests a specialist to evaluate and potentially treat a patient for a condition outside of the originating provider’s area of practice.
A consult request type will populate once a consult for service is generated.
Since the provider’s entry already created the request, there is no need to generate a separate appointment request for consults. When creating the appointment, locate the CONSULT request that was generated by the provider in CPRS, then choose the specific clinic or provider or group with which you wish to schedule the appointment.
To create a consult from a request, you simply locate the patient and specific consult request, then set up the appointment in the appropriate Clinic Schedules calendar.
You will have a chance to practice doing this in the upcoming simulation.
Note to Instructor: Steps covered in simulation.
Transition: After scheduling an appointment you can make changes to some variables about that appointment. You may even have to cancel an appointment in certain circumstances.
How This Benefits Users: N/A

20. Slide 77: Changing an Existing Appointment
Script:
The only item you can modify in an existing appointment, without having to cancel it, is the Comments.
However, you can make some changes through the Schedules section by dragging and dropping the appointment. These options include updating:
The clinic
The date
The time
When you initiate such a change, VSE prompts you to cancel the original appointment. Be sure to enter the right information in the dialog box.
Transition: You will make a few changes to existing appointments, but in other cases, you will cancel and reschedule to make a change.
The only edit you can truly make to an existing appointment is to edit the comments using the following steps:
Locate the appointment to be edited in the Pending Appointments section (through a patient or clinic search).
Alternate-select the appointment, and then select Edit Appointment.
In the Edit Appointment dialog box, in the Appointments tab display, edit the appointment information and click OK.
You can modify some things about an existing appointment such as the clinic, the date, and the time through the Schedules panel using Drag and Drop in the Schedules section. The system then prompts you to go through a cancellation process based on the changes to free up the slot that had been taken and then saves the new time.
When you initiate such a change, VSE prompts you to cancel the original appointment. Be sure to enter the right information in the dialog box for who cancelled the appointment, the reason, and updating the CID/Preferred Date if the cancellation is initiated by the patient.
Transition: You will make a few changes to existing appointments, but in other cases, you will cancel and reschedule to make a change
How This Benefits Users: There are certain features of appointments, such as changing the duration of an appointment, that cannot be changed. You have to cancel the appointment and create it again. This is an instance where having the Request in place really saves you having to enter all the appointment basics again because the Request is still in place even though you have to cancel the appointment.

21. Slide 78: Other Appointment Changes
Script:
Appointment changes that require you to cancel the existing appointment and create a new one from the Request:
Appointment duration
Appointment changes that are further out than 30 days
Provider changes that cannot be viewed at once from the Schedules section
Transition: So let’s have some fun now practicing scheduling a consult appointment and modifying that appointment in a simulation.
If you have to change an appointment duration or the appointment date change is not within a given month (the longest duration in the Schedules section), you must cancel the existing appointment and reschedule a new one from the Request. If there is a provider change that cannot be in the Schedules section (meaning not within a clinic group), you must do the same.
You know how to cancel an appointment and you know how to schedule an appointment so nothing in this process is new to you. You just need to be clear on entering the appropriate information in the cancellation. For example, if you need to cancel an appointment because it was scheduled with the wrong duration, not that it was cancelled by clinic and choose the “Scheduling Conflict/Error” reason.
Transition: Let’s have some fun now practicing scheduling a consult appointment and modifying that appointment in a simulation.
How This Benefits Users: N/A

22. Slide 79: Managing Consults
Script:
Usually, when a patient has a consult with a provider, the provider will request an appointment for the patient within a certain time frame. Scheduling an appointment from a consult is different from an appointment request because the consult resulted in the appointment, the appointment was not just simply created.
Review Simulation and Scenario.
Use VSE End User Training Simulation Guide to:
Schedule an appointment from a Consult
Modify the appointment
Join your facilitator in overseeing the participants as they perform the simulation on their own.
Transition: We have just covered 1) managing the Electronic Wait List, 2) managing consults and 3) changing appointments. And that about wraps up what schedulers need to know about the new workflow! Let’s check in one more time and make sure that you feel on firm ground with all we have covered today.
Simulation: This simulation reviews how to schedule an appointment from a consult and then modify that appointment.
This simulation uses the terms “double-select” and “alternate-select.” For most users, this means double-click and right-click, respectively. The keyboard shortcut for alternate-select is Shift + F10.
Scenario: Three Doctor has written a consult for Adam Zztestpatient to be seen at the VSE Endo Sunflower clinic to occur within the next two weeks. You want to schedule an appointment from this consult today, 03/28/2016.
First, I will go through the simulation, slowly, allowing for any questions you may have. Then, you will get a chance to practice this exercise individually. Does anyone have any questions before we start?
Note to Instructor: Please refer to VSE End User Training Simulation Guide for Schedule an Appointment from a Consult and Modify simulation steps and instructor notes. Select the Simulation Exercise hyperlink on the slide. The simulation will load. Go through the simulation step- by-step and allow pauses for questions and/or comments from the schedulers.
Instructor says: Now go ahead and practice it yourself. [Include specific direction as to how the schedulers will access the simulations.]
Note to Instructor: Allow [minutes-minutes] for schedulers to complete the simulation.
Transition: We have just covered 1) managing the Electronic Wait List, 2) managing consults and 3) changing appointments. And that about wraps up what schedulers need to know about the new workflow! Let’s check in one more time and make sure that you feel on firm ground with all we have covered today. What you do is really important and mastering this information will allow you to return to your job and perform it well.
How This Benefits Users: N/A

23. Slide 80: Knowledge Checks 17-18
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic.
I will read you the questions and answers. Just let me know when you have an answer.
Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly.
ANSWERS:
17. e. All of the above
18. c. 90 (A request for a new patient who has never been to the requested clinic before)
Move to next slide without transition.
How This Benefits Users:
Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot.
Answers
17. e. All of the above 18. c. 90 (EWL is for NEW patients who cannot get an appointment scheduled in 90 days.)

24. Slide 81: Knowledge Checks 19-20
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. Transition: Next we are going to take a look at scheduling a walk-in appointment and managing Check In status.
Repeat instructions and resolutions for questions 19 and 20.
ANSWERS:
19. a. True
20. a. Cancelling the appointment and creating another from the request
Great job, folks! You have command of most of the scheduler information now.
Transition: Let’s recap what we have covered and answer any outstanding questions you may still have.
How This Benefits Users: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot.
Answers
19. a. True 20. a. True

25. Slide 80: Scheduler Training Recap and Q&A
Script: Review bullets on slide. Transition: I know it is a lot of information but the topics are not new to you. How you execute the steps is new. You have lots of post-class resources available.
Today, we covered:
Logging into and navigating VSE
Tasks tab
Managing Requests and Appointments
Creating an Appointment Request
Making an Appointment from an Appointment Request
Managing No-Show Status
Alerts
Scheduling a Walk-In Appointment and Managing Check In Status
Scheduling a Multi-Book Appointment
Managing Recall Reminders
Cancelling Requests and Appointments
Managing the Electronic Wait List (EWL)
Managing Consults
Changing Appointments
Transition: I know it is a lot of information but the topics are not new to you. How you execute the steps is new. You have post-class resources available.
How This Benefits Users: N/A

26. Slide 81: Post-Class Support
Script: Review bullets on slide using the script in Notes. If you are able to link the simulations to this slide, explain how to access them during your presentation. This makes practice ultra easy for the scheduler. Transition: Next we will take a quick look at the two tabs supervisors use…Report Tab and System tab.
There are several post-class sources of support.
From the VSE page on the Scheduling Community of Practice in VA Pulse, you can access the following:
The presentation from class you will find is a good help.
The User’s Guide is well organized and helpful with step-by-step information.
You have loads of simulations you can practice with 24/7 as you can see on the right hand side of this slide. There aren’t many tasks that you can’t practice to your heart’s content.
In addition, you have:
Access to your Super Users, like me, for any questions or demonstrations.
The ability practice in the Test Environment, which you will be introduced to next week for our practice session.
Use these resources as much as needed. You will find your comfort zone very quickly. You are schedulers, you are the content experts! You are just learning new keystrokes to get the job done.
Note to Instructor: If these simulations will be housed locally, you can link each of them on this slide so it is very easy for the participants to return to them for hands-on practice.
Transition: Any questions before we turn to the last Train-the Trainer module of this course? If not, let’s take a 15 minute break then we will get into what tasks need to be completed to follow-up after you have delivered the training.
How This Benefits Users: N/A

27. Following up after training is completed is as important as preparing for training. There are lots of details that have to be wrapped up to completed the training.
Follow-Up on Training

28. Objectives: Follow Up on Training
To follow up on training:
Assess your trainees
Coach trainees who do not pass
Report your assessment results
Capture best practices and share with Community of Practice (CoP)
First and most important is that you assess your participants to ensure that they can return to their desks and successfully schedule and manage Veterans appointments.
If, for some reason, a participant cannot perform the Hands-On Demo to your satisfaction, you will utilize one of four methodologies to identify and fill in the missing information. The participant will then retake the Hands-On Demo. When they pass, you report your assessment results to the appropriate person so the end user will be allowed to access the production system and go back to work. Capture the best practices and use the VA Pulse Super Users Group and CooP to share best practices, ideas, recommendations and FAQs.
Transition: First let’s talk about the Hands-On Demonstration Checklist, which is the guide you will use to evaluate each participant’s skills.

29. Evaluating Your Trainees’ Hands-On Performance
VA is committed to all schedulers being proficient by the end of the summer
After participants have had an opportunity to process the course materials and independently try VSE, you must perform a proficiency assessment
After each class there is a scheduled time for all participants from the class to reconvene in the lab to practice and individually step through the Hands-On Demonstration Checklist with you
VA is committed to all schedulers at this site being proficient by the end of summer. In order to recommend that a scheduler be allowed into the production system, you must confirm that they can do their job on their own in VSE. To that end, the Hands-On Demonstration Checklist was designed as an instrument for you to assess and document their skills as they carry out tasks you verbally ask them to perform for you in the lab.
The Hands-On Demo Checklist was developed by Evaluation specialists and VSE SMEs to ensure all skills were included that are considered essential in performing a schedulers and/or scheduling supervisor’s job. You will be sharing the Hands-On Demonstration Checklist with the participants early on in training so they know how they will be evaluated at the end of training. There will be no surprises. Please pull out your copy of this document right now. You can see scheduler tasks include accessing and navigating VSE, creating requests with the specialty bells and whistles, managing existing requests, making appointments including several iterations of appointments, and managing scheduled appointments. Supervisor tasks include using the System tab to manage users and clinic groups and using the Reports tab to produce data from VSE.
So, at the end of class you will give the entire class a time to reconvene at the lab so they may practice in VSE before their Hands-On Demo. During that practice you will cycle through the participants, using the checklists, assessing their performance.
Transition: Let’s all brainstorm about the evaluation process and instrument…..assessing your participants’ skills and making sure we thoroughly understand how to use this checklist to everybody’s best advantage.

30. Class Discussion: Hands-On Demonstration Checklist
Skill Level Assignments
Understand 1-4 level of activity on each of the tasks
Must score each participant on all the tasks
Notes column
Fair assessment
Let’s look at the top of the document at the Skill level assignments from 1-4.
Can someone give me an example of a skill level of 2 if the participant is creating a request?
A skill level of 1 if someone is creating a recall reminder?
A skill level of 3 if someone is locating an appointment?
A skill level of 4 if someone is scheduling a Walk-In appointment?
Any questions or confusion about how to determine 1, 2, 3, and 4?
What do you do if you feel there are extenuating circumstances during a task performance?
How do you determine if someone is good enough to work in production if they can do 75% of the tasks perfectly and a few very poorly?
Transition: Let’s say one of your participants just cannot successfully figure out how to schedule an appointment on their own during the demo. And you decide he/she needs additional coaching to remediate the lack of understanding.

31. The Importance of Feedback
The purpose of feedback is to:
Provide the opportunity to discuss strengths and weaknesses
Encourage continued successful scheduling practices
Provide suggestions for improvement
Two important types of feedback are:
Reinforcing feedback
Redirecting feedback
The purpose of feedback is to provide end users with the opportunity to discuss their strengths and weaknesses as scheduler with you, the Super User. Feedback is important because it allows for an opportunity for you to discuss end users’ skill strengths and weaknesses, to encourage continued successful scheduling practices, and to offer remediation in areas needing improvement. There will be two types of feedback that you will discuss with the end users. The first is reinforcing feedback, which is positive and confirms their success. The second type of feedback is redirecting feedback which is constructive and offers suggestions of how to improve areas of weakness.
Transition: Let’s review best practices for giving and discussing feedback, because it’s not enough just have the solid feedback. You also have to be able to deliver it in a constructive way.

32. Giving and Discussing Feedback
Feedback should be balanced between:
Positive reactions
Constructive criticisms
Offer the end user:
Thoughtful responses to their work
Specific references to their activities
A chance to discuss its success
Reinforcing
Redirecting
Giving and discussing feedback is a balancing act itself. You will need to balance the “good” with the “bad” and frame your discussion in a positive way. Even if all of your feedback points are valid, the delivery of the feedback is just as important as the feedback. The end user will have just gone through a bit of a nerve-wracking tasks of displaying their skills to you. Be direct but kind.
Balanced feedback is credible because every end user will have strengths in some areas and weaknesses in others. By discussing both area with the end user, he/she will be more apt to trust your suggestions and comments. Offering the end user a chance to discuss his/her performance initiates the kind of collaboration needed to improve for next time.
Transition: Let’s review what kinds of remediation are available to you if after completing the hands-on demonstration and reviewing feedback, an end user still needs some help.

33. Remediating Underperforming Participants
If some of your trainees do not pass the proficiency checklist, you must use a post-training technique to bring their performance to an acceptable level
The best approach for conveying knowledge depends on the user’s learning style and the situation
Assess the situation and select:
Immediate Support
Coaching
Retake the Training
Alternate remediation
You will select a remediation methodology that will best suit the participant, the situation and the issue. It may be on-the-spot training, scheduled coaching, enrolling them in the class again or maybe you enlist additional resources. Whichever methodology you select, afterwards the participant retakes the Hands-On Demonstration and hopefully passes into the production system.
Transition: Let’s look at each methodology in more detail.

34. Immediate Support
Provide immediate support when user is experiencing high frustration or deadline pressure:
While the user is probably highly motivated, frustrated or frantic user’s are not likely to effectively absorb knowledge
Solution is to get right to the problem – walk them through it if necessary
Once the problem is solved, suggest resources for future learning
Immediate support consists of sitting down with the participant during or directly after the Hands-On Demo and filling in the blanks in a way that they can learn them on the spot. This type of remediation is typically used when the user is very frustrated, thus not operating at peak performance, and just making mistakes across the board. Maybe they are under a tight deadline pressure or maybe they have anxiety about testing. The solution is to get right to the problem, provide support in a way that they can hear and learn, walk them through the Hands-On Demo Checklist again, then leave them with resources that they can use to perform the task(s), if needed.
Transition: Another common remediation method is coaching, either scheduled in the lab or desk-side.

35. Coaching
Use coaching when you have a repeated issue from the same user:
Particularly when you believe the user is capable of addressing the issue but is not motivated to do so
Focus on the importance of VSE and their role in it’s success to increase user motivation level
Coaching is used typically when an end user repeatedly makes the same mistake. The problem area is defined. You can move in and neatly teach them what they can’t seem to grasp to this point. Or may just not be motivated to grasp. Repetition using the simulations and lab time should solve the problem. Explaining the process in a different way will bypass a block in comprehension sometimes. Focus on getting them back on the job with the confidence to do the job. Again, make sure they are armed with resources they can use to look things up and get the job done.
Transition: The third remediation methodology is for the participant to retake the training

36. Retake the Training
Have the participant retake the training if they missed the fundamentals at the beginning of class
An effective technique when the user was not able to stay engaged during the training delivery
Reschedule the participant for training
The end user typically can get focused the second time through the same information. It is no longer a foreign language.
Sometimes, if the participant got lost at the beginning of class, or is late, or is distracted, they may not have absorbed the fundamentals of VSE thus can’t weave it all together to get the job done. Now, frankly, this shouldn’t happen because in class you are constantly checking comprehension with Knowledge Checks so anything like this should be picked up as you go along. However, if you do have someone who is just unable to give the training their full attention, you cannot bring the remaining participants to a halt to solve that problem. It will have to be addressed after class. This situation is not common and you shouldn’t expect to encounter it. However, if you do, the recommended solution is to have the participant go through training a second time.
Transition: Lastly, you may have a unique situation where you can see where the problem is and teach it differently to this one end user because they learn differently.

37. Alternate Remediation
Use remediation when a user consistently makes the same mistake or encounters the same challenge
Try to determine the root cause of the issue. Is it learning style, fear of failure, learning disability?
Identify the problem, fully understand the problem, and work with the user to the best of your ability to address it either on the spot or during coaching
Every once in a great while you may have a situation where the end user wasn’t performing well prior to training, is new, or has mild learning disabilities. Basically the user is consistently challenged by the job whether it is in VistA or in VSE. This takes a little thought to remediate but, remember, not everyone learns the same way. Some people are audio learners, some visual, some hands-on. If you can assess their learning style and present the material in a way that they can absorb, you can sometimes remediate successfully. I doubt you will run into this because you will be training schedulers and scheduling supervisors who are already successfully doing their jobs.
Transition: So that is a starter kit for training remediation. I imagine you will encounter very little need for any of this; however, it is always nice to have a tool to use if you do. After an end user meets all the demands of the Hands-On Demo, you will need to pass that information on so they may return to the production system.

38. Reporting Results
As you complete your Hands-On Demonstrations, the results must be submitted per your site’s SOP to enable the end user to use the live version of VSE
This is the fun part! Seeing all your successful training come to fruition! It will be a pleasure to report all these successes and, who know, maybe you love training and want to add that to your list of skills to offer on the job.
Transition: At the end of it all, there may be a few outstanding questions that you would like answered and there will be best practices you will have captured and will want to share.

39. Document and Share
Any questions or issues that are presented and resolved, need to be documented
The Community of Practice (CoP) can benefit from sharing common issues and solutions
Post your issues and solutions to the VSE Super Users Group ( se-super-users)
You may still have a few questions that came up during training or the Hands-On Demoes that you need to document and forward to the right person. Additionally, it is probable that you have come up with some best practices that you might share with the Community of Practice (CoP). I know this is an added step but if everyone takes the time to do it, it is very helpful for the next group of people attempting to take on a similar project.
You may post your ideas and practices to users.
Transition: It’s time again for more Teach Backs! Trainers get ready to deliver, and observers get ready to evaluate and share.

40. Knowledge Checks TTT 9-10
The Hands-On Demonstration of VSE skills must be completed satisfactorily before the participant is granted access to VSE production.
True
False
How can the Super User remediate lack of understanding of VSE demonstrated during the Hands-On Demonstration:
On the spot training
Scheduled coaching
The end user has to look for a different position
Enroll them in class again
a, b and d
All of the above
I will read you the questions and answers. Just let me know when you have an answer.
Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly.
Repeat for question 10.
ANSWERS:
a True
e. a, b and d
Move to next slide without transition.

41. Knowledge Checks TTT 11-12
If you are evaluating an end user during their Hands-On Demonstration and they keep repeating the same mistake, what is the recommended remediation strategy?
Immediate support
Coaching
Retake the training
Alternate remediation
All of the above
After training end users, it is important that you summarize the notes, questions, and/or lessons learned and post them to the group page on VA Pulse.
True
False
I will read you the questions and answers. Just let me know when you have an answer.
Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly.
Repeat for question 12.
ANSWERS:
b. Coaching
a. True
Transition: Ok, time to recap what we have covered today.

42. Day Three Recap and Q&A Today we learned how to:
Manage recall reminders
Cancel requests and appointments
Manage the EWL and Consults
Change appointments
Follow-up after training
We have had a good solid day of training today. We covered:
Managing Recall Reminders
Cancelling Requests and Appointments
Managing the EWL and Consults
Changing Appointments
Transition: It’s time again for more Teach Backs! Trainers get ready to deliver, and observers get ready to evaluate and share.

43. Assignment of Teach Back Topics and Break Out Groups
You may or may not want to revisit any of the purpose, format or guidelines on Day 3. If not just move onto reviewing the assignments and let people move to their groups.
Instructor Preparation for Teach Backs: Add the feedback images to the Whiteboard:
Open the Lync Whiteboard.
On the right is a ribbon of items to create/things to do (text highlighter, eraser, stamp, etc).
Select the icon of the image. Add all four images to the whiteboard.
Arrange the images as you would like them organized for input from the participants.
NOTE: There is no way to lock them in place.
Assignment of Teach Back Topics and Break Out Groups

44. Teach Back Purpose
Provides an opportunity to deliver training with knowledgeable people observing
Provides an opportunity to contribute constructive and helpful feedback about your training in a safe environment
Provides the observers with an opportunity to evaluate different training styles of delivery from which to select for their own training scripts
Note to Instructor: These slides were covered Day 1. Use your judgement about how detailed you want to be about the remaining slides until the last one with the assignments. Consider asking them questions about the purpose and how to work in Lync and Guidelines. Do emphasize the role of the Teach Back trainer and the observer’s responsibility for feedback.
You might start with asking Can you tell me the purpose of these Teach Backs?
Ask if anyone needs any help getting set up to present.
Teach Backs are a really great strategy to give you an opportunity to deliver some training while being observed by VSE SMEs, knowledgeable trainers and knowledgeable users. It is a safe environment to give it a try and get some constructive feedback in a safe place. And, if you are not training, you have an opportunity to observe different ways of approaching and verbalizing topics and can take notes in your own materials.
Transition: Does everyone remember the format for Teach Backs?

45. Teach Back Format Topics assigned to six trainers each day
Slide #s from the SU class manual provided so you will know precisely what section of the end user training you are being expected to Teach Back
Class broken into two groups; three Teach Backs in each group per day
½ of class moves to a different Lync session, run by the VA facilitator
½ of class performs Teach Backs in this session
Duration of Teach Backs is 20 minutes
At the end of 20 minutes you will be interrupted if not finished and feedback will begin
Duration of feedback by co-participants, trainer, and facilitator is 10 minutes
Enter feedback on the Lync Whiteboard while the training is being delivered
Each participant in the group will be expected to add his or her feedback to the Whiteboard for each Teach Back
There are up to 18 people in each class so we have to break into two groups for everyone to get an opportunity to practice. Half the group will stay in this Lync session, half will move, with the facilitator, to another Lync session for Teach Backs. You will present your assigned topic for 20 minutes, we will stop you there and there will be 10 minutes of feedback which be captured on the Lync Whiteboard. Each observer will provide feedback on one or more areas of the training directly on the whiteboard. You can ask questions of the observers to clarify any comment.
Transition: Everyone seems clear on the format. Does anybody need a review on how you use Lync for the Teach Backs?

46. Teach Back Guidelines Prior to Teach Back, know your materials
Mark up your instructor notes with your style; each iteration should be clearer and more reflective of your personality and teaching style.
Consider everything that was trained in the session when preparing to Teach Back
If you are observing, you are anonymous when you contribute feedback on the Whiteboard so be honest, constructive and respectful
If you are delivering, be open-minded about the feedback and glean ways to improve your training
Strive to incorporate earlier feedback in each Teach Back
Cover guidelines if you feel it is needed. This is Day 3 and it may be redundant by now. If they can give you a guideline or two, move onto the assignments on the next slide.
There are several guidelines about Teach Backs.
You need to prepare to Teach Back. You can’t come in unprepared.
During that preparation, own your materials with your own style.
Take into consideration everything that was trained to date when preparing to Teach Back.
Those of you giving feedback, you are anonymous on the Whiteboard; be honest and constructive. It is a great opportunity for so many people to take the time to observe you train and tell you the pros and cons of your delivery. That is the kind of information people pay for.
If you are on the receiving end of the feedback, be open minded about receiving feedback! Listen carefully, knowing the intent is to assist and really give it consideration; adjust your delivery approach, and use it to be a better trainer.
Each Teach Back, after this training, should get better and better; keep upgrading your materials as you go. Own them.
Transition: OK, you know how Teach Backs work. Let’s look at the assignments for the remainder of class.

47. Teach Back Topics and Break Out Groups – Day 3
Topics – End User IG
Create an Appointment Request (40-45)
Scheduling an Appointment, Viewing Clinic Groups, Managing No Shows, Alerts (46-52)
Managing Walk-Ins, Managing check Ins, Scheduling a Multi-Book (53-61)
Groups
Group 1
Name Name
Group 2
Note: Groups should be filled in prior to virtual session.
Here is a reminder of who is training what today. Your teach backs will vary in topic, but should all consider everything we’ve discussed. Let’s break out into groups.
After all the Teach Backs, the Instructor says: OK, great job folks! I applaud your efforts! Those of you who are teaching back tomorrow have your work cut out for you. Get prepared and do the best job you can. Know your material. Feel free to use your notes when teaching back. Every time you Teach Back you will wean off them a little bit more.
Any questions before we break up today?
Then we’ll see you tomorrow.